Turning A Big Ship Around

Transforming IT Silos Into IT ServicesCounty Of Los Angeles

Your Hosts

Mark Diorio“The Boss”

Randy Steinberg“The Outsider”

Christian VirayThe Only One Here

That Gets Stuff Done

We’re Big!!Very large government organization…

• Largest County in the U.S.• 9.8M Residents in 88 Cities Served• 4,083 Square Miles Including 2 Islands• 37 Major Highways• 14 Airports• 2 Seaports Handling 25% of all U.S. Shipments• 6 Major Film Studios• $22.5B County Budget

…With a very large IT organization• IT shared services organization• 4 Branches, 16 Divisions, 62 Sections, 1,100 IT workers• 105,000 users across multiple business units• 400+ support teams

2012 - We Had Challenges!

107,000+ incidents 7-8 major outages per week Little request tracking Change Management was a rubber stamp Many tools – a lot off support Few metrics/transparency of operating performance IT organization born from many departments and silos Hard push for newer technologies (eCloud, HVDI)

Current-To-Targeted Maturity of ITS Service Delivery

• Ad-Hoc• Undocumented• Unpredictable• Multiple Service

Desks• Manual IT

Operations

Chaotic1.0

• Fight Fires• Reactive problem

and incident handling

• Measurements at technology component level

Reactive2.0

• Analyze Trends• Set Thresholds• Predict problems• Consistent processes

Proactive3.0

• IT organized, run as a service provider

• Service Catalog • Measures and

reports in place for services

Service Driven4.0

• IT is a strategic business partner

• IT services linked to business outcomes and strategies

• IT value is measured and reported on

Value Driven5.0

Current Maturity Average

Target Maturity Average

1.9

4.0

Need To Get To

So We Took Some Action!

1

Customers or Business End Users

IT Services

Customer Applications

Applications Shared Services

External Suppliers

Computing Services

Telecom

1

County Department Customers and Users

IT Service Management “Bridge”(Coordinates delivery of services across ITS technology silos)

External Suppliers

Common Delivery Tools

Service Catalog

IT Support Services

Let’s build a bridge to our customers!

• Center on Cherwell• Retire Old SMS

Common Delivery Processes • Incident, Problem, Request• Change, Config, Service Levels

Service-Based Organization • Service Roles, Ownership• Metrics/Reporting, Governance• Catalog of IT Services• Dashboard Visibility

• IT Support and Business Service Descriptions

• IT Services Bundled For Departments

• Service Catalog• Service Portal

• Marketing• Messaging• Key

Communication Events

• Hands-On Use Of ITSM Tools

• Replace Current SMS Functionality With The New Cherwell Tool

• Provide Easier Access To Metrics and Information

• Process Improvements

• Cherwell Tool• Management

Automation• Service Teams

• ITSM Organization• Service Delivery

Governance and Metrics

• Continual Service Improvement Program

• Service Owners/Leads

Str

ateg

icO

utc

om

esS

trat

egic

O

bje

ctiv

esV

isio

n

Establish a Portfolio of the Services We

Deliver

Execute on an ITSM Communication

Strategy

Replace Current SMS Tool with the Cherwell Tool

Establish Service Governance and

Ongoing Improvement

Establish Consistent IT Delivery Processes

and Tools

To be the Preferred County of Los Angeles IT Service Partner

What services should we deliver?

How will we transition people to

ITSM?

What Is Wave 2 Success?

How do we deliver efficiently?

How do we manage, measure and

improve?

Mis

sio

n

Leverage best practice service delivery, measurement, and analysis and improvement models to increase value to customers through affordable quality IT services delivered in a timely manner

Our Strategy

Our Cherwell Release Approach

Implement Base Tool and Out Of The Box Functionality

Replicate/Replace Incident Problem and Change With

Current Scope

SMS Release Wave 1 (R1) - Mar 2013(Development and Test)

SMS Release Wave 2 (R2) - July 2013(Go Live ITS, Library, Probation)

Implement Target Processes

SMS Release Wave 3 (R3) - December 2013(New Enhancements/Customers)

All processes in development sandbox with out of the box (OOTB) functionality

Incident, Problem, Change, Request with their supporting processes at basic functionality equivalent to Service Center

All processes in production with selected enhancements of Wave 2 processes and basic processes for Event, Release and Service Portfolio

= Enhanced= Basic= Out Of The Box

Sunset Old SMS

Sandbox Instance (R1)

Production Release (R2)

Enhanced Release (R3)

• Incident

• Problem

• Change

• Request

• Event

• Release

• Configuration

• Asset

• Service Level

• Service Portfolio

• Service Catalog

• Knowledge

Cherwell Modules R1 R2 R3

Transition From Old SMS To New

Build Test DeployDesignStrategy

Establish Release Scope and Functional Requirements

CollectCollectProjectProject

InformationInformation

Analyze Analyze PortfolioPortfolio

PrioritizePrioritize

Conduct User Acceptance Tests

Deploy Release To Production

Build and Test Configuration Changes

Conduct Use Case TestsEstablish

SandboxConfiguration Baseline

Assemble Use Cases

Identify and Design Configuration ChangesEstablish

Sandbox

Cycle Through SMS Processes

Until All Release

Requirements Configured

• Functional requirements

• Technology requirements

• Organization requirements

• Governance and reporting

• Release scope

• Established release team

• Implementation work plans

• Training and Communications Strategy

• Executed Training and communications

• Deployed processes

• Deployed technologies

• Assigned roles and responsibilities

• Identified functional requirements for next release wave

Release Wave 1 Release Wave 2 then repeated for Release Wave 3, 4, …

= Development

= Test

= Production

Our Implementation TeamProject Manager

SMSCommunications

Training

Stakeholder Transition &

Communication

Documentation & Technical Writing

ITSM Service Transition Processes

Change Management

Configuration Management

Release Management

Asset Management

ITSM Technology

SMS Suite Configuration &

QA

HP to Cherwell Transition

ITSM Governance

Business Liaison

Metrics, Reporting and

Dashboards

ITSM Governance

Service Owners & Service Manager

Coordination

ITSM Service Operational

Processes

Incident

Problem

Knowledge

Event Management

ITSM Service Design Processes

Service Catalog and Portfolio

Request Management

Service Level Management

Service Portal

ITSM Architect

Project Coordination

= Optimized Process & Tool Functionality= Basic Process or Tool Functionality (build out in future waves)= OOB or Baseline Tool Functionality (build out in future waves)

Operational Roles & Project Scope

= ITSM & SMS Operational SME

= SMS Project SME

Project & Operational SMEs= SMS Project Lead

Pre-Install Items Are Key! Services Categories Sub-categories Categorization Keywords Requests Specific Screens Active Directory Feeds Suppliers Knowledge Articles Migration of Existing Knowledge Assignment Teams Assignment Team Contacts Service (SLA) Targets Support (OLA) Targets Multi-Tenant Considerations Additional Database Fields (e.g. Cherwell

has almost no Change Management stats, task hours may need to reflect business hours, etc.)

Process and Support Flows Folder Standards For Searches, etc. Security Settings Closure Codes Cause Codes Journaling Approach Object and Field Naming Conventions Telephony Interfaces Dispatch Interfaces Cherwell Backup/Recovery Blueprint Management Standards Management Reports Management and User Dashboards Portal Strategy and Design Email Templates Email Communications (e.g. what events

kick off emails, what emails to listen for, how emails should be communicated)

Get your management act together - many items need to be defined BEFORE you start installation…

Bridging From Business IT To Service and Support Teams

Email and Messaging

Email Calendar Hosting

Set Up User Account

3

IT Business Facing Service

IT Support Service

Incident or Request

Keywords are used to assist service desk agents with automation

of proper classifications

User IT Support

I can’t requisition my order…

ECAPS?EHR?OSYS?

Training and CommunicationsAwareness Apprentice Mentored Supported

Process Awareness

Training

Incident Mgmt Preliminary Tool

Walkthrough

Problem Mgmt Preliminary Tool

Walkthrough

Request Mgmt Preliminary Tool

Walkthrough

Incident Mgmt Tool Use Case Walkthrough

Problem Mgmt Tool Use Case Walkthrough

Request Mgmt Tool Use Case Walkthrough

Incident Mgmt Tool Live Case Walkthrough

Problem Mgmt Tool Live Case Walkthrough

Request Mgmt Tool Live Case Walkthrough

Transition and Cutover

Overview

Incident Mgmt Skills Testing

Problem Mgmt Skills Testing

Request Mgmt Skills Testing

Transition and Cutover Walk-

Through

Mar/Apr 2013 Apr/May 2013 May/Jun 2013 Jun/Jul 2013

Our Approach:1. ID Stakeholders(e.g. Mgt, Level 2 support)2. ID Needs(e.g. process/tool skills)3. ID Mediums(e.g. Class, Video, Mtg)4. ID Events

Our ITSM Organization Approach

Technology OwnerTechnologies

Services

Customers

Service Lead

Service Owner

Process Owner

Business Liaison (BRM)

• Overall accountability for the process• Identifies process improvements

• Responsible for day-to-day leadership and oversight of the service end to end

• Escalation contact for incidents• Coordinates service request workflows

• “CEO” of the service• Accountable for service end to end• Identifies service improvements

• Accountable for customer relationship• Identifies customers needs and the ITS

services that will meet those needs• Provides “voice of the customer” back

to ITS service providers

Servers

Processes

Networks

PCs

Email

Service Desk

Application Management

Special Event

Support

• Go-to expert for specific technology• Researches latest technology advances

Service Owners and Leads Are Critical!!!

How We Communicated Our Services To Our Business Units

Before After

LESSONS LEARNED

Bridging From Business IT To Service and Support Teams

Email and Messaging

Email Calendar Hosting

Set Up User Account

3

IT Business Facing Service

IT Support Service

Incident or Request

Keywords are used to assist service desk agents with automation

of proper classifications

User IT Support

I can’t requisition my order…

ECAPS?EHR?OSYS?

When There’s no Bridge From Business IT To Service and Support Teams

IT Support

???

???

???

3

IT Business Facing Service Name is Undecided

IT Support Service Name is Undecided

Can’t be determined

User

SQL

Team Development of Cherwell Blueprints

What are the unique risks when developing blueprints as a team?

Assign a “development owner” per Business Object

Incident Change Problem

Where Are We Going From HereNext Steps:1. Monitoring Systems Integration2. Financial Contract Management System (currently in development)3. CMDB Implementation

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